Terms of Service

By creating a Reeply workspace, accepting an invitation to join one, or otherwise using the service, you agree to these terms. If you are agreeing on behalf of a company, you confirm that you have authority to bind that company, and “you” means that company.

If you do not agree to these terms, do not use the service.

Reeply connects your WhatsApp Business number to a shared team inbox, and uses artificial intelligence to answer customer questions from documents you upload, qualify leads, and route conversations to your team. We may change, add to, or discontinue features over time.

The service is provided for business use. It is not intended for consumers, and it is not intended for use in situations where a delayed or incorrect response could cause injury, financial loss, or legal harm.

Workspaces are created by an owner, and additional members join by invitation only. You are responsible for the accuracy of your account information, for the actions of everyone you invite into your workspace, and for keeping access to your email account and authenticator app secure.

Reeply does not use passwords. Access is granted through one-time codes sent to your email address, or through Google sign-in, and is protected by two-factor authentication where required. You must tell us immediately at support@mudarie.com if you believe an unauthorised person has accessed your workspace.

Reeply connects to WhatsApp through the Meta WhatsApp Business Cloud API. Your use of the service is also subject to Meta’s terms — in particular the WhatsApp Business Messaging Policy and the Meta Platform Terms. You are responsible for complying with them.

This means, among other things, that you agree to:

• Message only people who have opted in to hear from your business.
• Not use the service to send spam, bulk unsolicited marketing, or any content prohibited by WhatsApp.
• Honour opt-out requests promptly.
• Provide accurate business information when connecting your WhatsApp Business number.

Meta may restrict, suspend, or remove your WhatsApp number or business account at its own discretion, and may do so without notice to us. We are not responsible for those decisions and cannot reverse them. If Meta suspends your number, the service will not be able to send or receive messages for you.

You may not use Reeply to:

• Break any law, or infringe anyone’s rights.
• Send spam, phishing, scams, harassment, or deceptive messages.
• Impersonate another person or business.
• Upload content to the knowledge base that you do not have the right to use, or that contains malware.
• Attempt to gain access to another customer’s workspace or data, probe or test the security of the service without our written permission, or interfere with its operation.
• Resell or provide the service to a third party without our written agreement.
• Present AI-generated replies as coming from a licensed professional where the law requires a licensed human to give that advice.

We may suspend a workspace immediately, without notice, if we reasonably believe it is being used in breach of this section, or if leaving it running would put other customers, their end customers, or our platform at risk.

You keep ownership of everything you put into the service: the documents you upload, your property listings, your conversations, and your customers’ personal data. We do not claim any ownership over it.

You grant us the limited right to host, process, and transmit that content for the sole purpose of providing the service to you — including sending relevant parts of it to the AI providers described in our Privacy Policy. We do not use your content, your customers’ messages, or your uploaded documents to train AI models.

In relation to your customers’ personal data you are the controller and we are the processor. You are responsible for having a lawful basis to message your customers and to process their data, and for telling them how their data is used. We process it only on your instructions and as set out in the Privacy Policy.

Sub-processors. Running the service means engaging other companies to do parts of it — message delivery, AI processing, search indexing, payment processing, hosting and storage. By using Reeply you authorise us to engage the categories of provider described in our Privacy Policy as sub-processors of your customers’ personal data, and to transfer that data to them for that purpose, including outside the UAE.

We choose those providers, and we remain responsible to you for what they do with your data. We will tell you which companies they currently are if you ask, we bind them to purpose limits no weaker than these terms, and we will update the Privacy Policy before a new one starts processing your data. We do not disclose your data to advertisers, data brokers, or commercial partners — and nothing in this clause permits us to.

We own Reeply — the software, the interface, the brand, and the underlying technology. These terms grant you a limited, non-exclusive, non-transferable right to use the service during your subscription. They do not transfer any of our intellectual property to you.

Each workspace is on a plan. Your plan sets a monthly allowance for AI operations and for messages sent through the service. Allowances reset at the start of each calendar month (UTC).

Plans and prices are assigned by us and agreed with you in writing — there is no public price list and no self-serve upgrade. Fees are quoted in UAE Dirhams (AED) unless stated otherwise, and are exclusive of VAT and any other applicable taxes.

How you pay. Fees are collected through a third-party payment processor, either by recurring card payment or by bank transfer against an invoice, as agreed with you. Where you pay by card, your card is charged automatically at the start of each billing period and your subscription renews monthly until it is cancelled; you can update your card at any time through the processor’s secure portal, linked from your billing settings. We do not see or store your full card details — the payment processor handles them. Starting, changing, or cancelling a plan is arranged with us, not self-served in the product.

Fees are payable in advance and are non-refundable, except where a refund is required by law. We may change our prices on 30 days’ written notice; the change takes effect at your next billing period.

What happens when you reach a limit:

• Approaching a limit. We show a warning in the product once you pass 80% of an allowance.
• Over the AI allowance. Automatic AI replies stop and conversations are flagged for a human. Your team can still reply manually.
• Over the message allowance. AI-initiated sending stops. Your team can still reply manually, so you are never cut off from your own customers.
• Unpaid or suspended account. If an account is suspended for non-payment or for a breach of these terms, sending and AI processing stop entirely.

Reeply uses large language models. These are probabilistic systems. They can be wrong, they can misread a question, and they can produce an answer that reads as confident but is not correct.

The service is designed to reduce that risk — the assistant answers from the documents you give it, AI messages are labelled, bookings require your team’s approval, and conversations are handed to a human when the assistant is unsure or the topic is sensitive. These are safeguards, not guarantees.

You remain responsible for what your business communicates to its customers, including messages generated by the assistant. You should review AI output before relying on it for anything with legal, financial, or contractual consequences. We are not liable for decisions you or your customers take on the basis of an AI-generated reply.

We work to keep the service available and reliable, but we do not promise it will be uninterrupted or error-free, and we do not currently offer a contractual uptime commitment. The service depends on third parties — Meta, our AI providers, and our hosting provider — and their outages will affect it.

We may take the service down for maintenance. Where the work is planned, we will give reasonable notice.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential loss; for loss of profits, revenue, goodwill, or anticipated savings; for loss or corruption of data; for the acts or outages of Meta or our AI providers; or for decisions taken on the basis of an AI-generated reply.

To the fullest extent permitted by law, our total aggregate liability arising out of or in connection with these terms is limited to the total fees you paid us in the three months immediately before the event giving rise to the claim.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under the laws of the United Arab Emirates — including liability for fraud or for death or personal injury caused by negligence.

You may stop using the service and close your workspace at any time by writing to support@mudarie.com.

We may suspend or terminate your access if you materially breach these terms, if you fail to pay, if required by law, or if Meta withdraws our or your access to the WhatsApp platform. Where it is reasonable to do so, we will give you notice and a chance to put the breach right first.

After termination, we will delete your workspace data in line with the retention section of our Privacy Policy. Ask us before you leave if you need an export.

We may update these terms. If a change is material, we will tell you by email or through the product before it takes effect. Continuing to use the service after that point means you accept the updated terms. The date at the top of this page shows when it was last changed.

These terms, and any dispute arising out of or in connection with them, are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have exclusive jurisdiction.

Questions about these terms can go to: